Validation Team Lead

WHO WE ARE:

Starting in 2009, Momentum Solar has become the fastest growing and top residential solar company in the nation, redefining solar energy. Momentum’s team culture has often been described as a fast-growing family of ambitious, performance-driven people. Most of our employees love to maximize teamwork, communication, and fun, which truly embodies the “work hard, play harder” culture. We believe in saving the planet. WE BELIEVE IN SOLAR!

Job Overview:

We are looking for an experienced associate who understands the importance of being a liaison to both our internal and external customers who is looking to advance into leadership. This position is a working Team Lead role that will manage a variety of channels to support the HOs via Email/Inbound/Outbound calls. You will be responsible for contractual terms at point of sale, responding to and resolving escalated issues and/or unique requests, monitoring of agent KPIs for quality assurance, reporting/understanding of departmental stats, coaching and development of associates. This role requires the ability to project manage new initiatives and identify areas of process improvements to create efficiencies.

Job Duties:

• Proactively monitor agent inbound/outbound communication with internal and external customers via multiple channels

• Completes daily tasks within pre-established timelines by appropriately prioritizing multiple responsibilities with minimal direction

• Identify system and workflow improvements to build on efficiencies

• Conduct or assist in training of new hires and tenured agents

• Validate and/or coordinate the work of others between departments

• Handle escalated calls and assist HOs via phone/email to ensure timely completion of workload

• Serve as a knowledge resource for the team

• Assist Management with projects/duties as assigned, including writing new procedures

• Meet team performance metrics, goals, and deadlines in a fast paced, ever changing, high performing team-based environment

• Verify customer Information, review contractual terms, and transfer knowledge to our internal and external customers to help them navigate through their solar experience, by providing excellent customer service

Requirements:

• 3+ years Customer service experience preferred

• Team Lead/Supervisor experience a plus

• Strong verbal and listening skills

• Self-motivated and ambitious Individual

• Excellent time management, detail oriented and strong organizational skills

• Adaptable to learning new procedures

• Flexible work schedule

• Intermediate knowledge of Microsoft and Excel

• Reliable and team driven

• Bilingual preferred (Spanish and English)